Our rigorously client-centric strategy at Retail Banking reflects the fact that customer satisfaction is the single most important factor in sustaining profitable growth. An important part of this strategy entails continuously aligning our services and distribution channels with what our customers want. In addition, we aim to grow in both mature and developing markets by pursuing a segmented customer approach towards mass retail clients, affluent individuals, professionals and small businesses. We work with different models for growth, each based on our key strengths and adapted to specific markets and customer segments:

• In mature markets where we are market leader, like Belgium, Luxembourg and – once ABN AMRO has been integrated – the Netherlands, we will continue to serve our customers by tailoring our product range to each segment, selectively deepening relationships, fine-tuning our service culture and offering integrated, multi-channel accessibility.
• In fast-growing segments and developing markets, we will leverage our existing and new positions to achieve growth. We are rapidly rolling out our consumer finance activities in Germany. In Poland, we are expanding our consumer finance and mass retail operations while focusing on the SME market and upscale individual customers. Turkey, meanwhile, is being transformed into a full-fledged retail franchise. And finally, we have developed a postal distribution franchise in Ireland through our joint venture An Post.